Working Differently

Capital Health’s Recovery and Integration (R&I) teams are working differently to improve the experience of the people and families they serve, and to improve its processes. Nycum led a pilot project, consisting of five ‘mock’ client cases, role-played by R&I staff volunteers. Each ‘client’ tracked meetings, feelings and engagements with others, and recorded observations, images and video. They started at the point of entry to R&I and followed the steps to access services, achieving a deeper understanding of what R&I does, and how to better meet the needs of people and families, contributing to more person-centred outcomes.